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Shipping & Returns

Shipping

Free shipping worldwide on every order. No minimum required.

All orders are dispatched within 1–2 business days once ready to ship, through our third-party logistics (3PL) partner. Delivery time — how long it takes to actually arrive — depends on transit and courier logistics once your order leaves our warehouse, and is separate from our processing time.

Processing Times

Processing time before dispatch depends on the piece:

  • Ready-to-wear: in stock and dispatched within 1–2 business days of order confirmation.
  • Made-to-order & made-to-measure: follows the production timeline in our Made-to-Order Policy (typically 3–6 weeks). Once production is complete, the finished piece is dispatched within 1–2 business days, the same as any other order.

Estimated Delivery Time

Once dispatched, delivery typically takes 7–9 business days, worldwide. Exact timing depends on your destination, the courier, and transit conditions outside our control.

You will receive a shipping confirmation email with tracking details once your order has been dispatched.

Customs, Duties & Import Taxes

All international orders ship DDP (Delivered Duty Paid). This means any applicable customs duties, VAT, or import taxes are calculated and included upfront — you will not be charged additional fees by customs or the courier upon delivery. The price you pay at checkout is the final price, with nothing further owed on arrival.

Delivery Delays

While we aim to meet the delivery estimates above, shipments may occasionally be delayed by factors outside our or our courier's control — including weather, customs processing, strikes, regional conflict, or carrier disruptions. Where such delays affect an active order, we will keep you informed with updated timing where possible. See also the Force Majeure clause in our Terms & Conditions.

Incorrect Address

Please review your shipping address carefully before completing checkout. If you notify us of an incorrect or incomplete address within 24 hours of placing your order, we will do our best to amend it before dispatch. Once an order has shipped, HSW is not responsible for packages delayed, returned, or lost as a result of an incorrect address provided at checkout, and any costs to reship the order will be the customer's responsibility.

Lost Packages

If tracking shows your order as delivered but you have not received it, or your shipment appears lost in transit, please contact concierge@thehsw.co within 7 days. We will open an investigation with the courier. A replacement or refund will be issued only once the courier's investigation confirms the package is lost — this process can take 1–3 weeks depending on the carrier and destination.

Refused Shipments

If a shipment is refused at delivery, returned to us as undeliverable, or abandoned in customs, the customer is responsible for original and return shipping costs. A refund for the merchandise value will be issued once the item is received back at our facility in its original condition, less these costs.

Returns

We accept returns within 14 days of receiving your order, on eligible, non-customized items. Items must be unworn, unwashed, and in their original condition with all tags attached. The following are not eligible for return: items purchased made-to-order or made-to-measure (see below), final sale items, worn or altered items, and returns requested outside the 14-day window.

How to Return

  1. Email concierge@thehsw.co with your order number and reason for return.
  2. Our team will respond within 24 hours with return instructions.
  3. Pack the item securely in its original packaging.
  4. Once received and inspected, a refund will be issued to your original payment method within 5–7 business days.

Return shipping: return shipping costs are the customer's responsibility unless the return is due to an HSW error (wrong item shipped, manufacturing defect, or shipping damage) — in these cases, HSW covers the cost of return and replacement shipping. This applies regardless of the DDP terms on the original outbound shipment, which cover import duties only, not return logistics.

Exchanges

We are happy to exchange eligible items for a different size, subject to availability. Please contact us at concierge@thehsw.co to arrange an exchange.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, with a manufacturing defect, or is not what you ordered, please contact us within 48 hours of delivery with your order number, clear photographs of the item and packaging, and a brief description of the issue. Our team will review and confirm the appropriate resolution — repair, replacement, store credit, or refund — depending on the nature of the issue and stock availability.

Made-to-Measure & Customization

Orders placed with custom alterations, made-to-measure adjustments, or personalization (including but not limited to hemming, fit changes, and monogramming) are final sale and non-refundable once production has begun. These pieces are cut and adjusted specifically to your request and cannot be resold, exchanged, or returned except in the case of a verified manufacturing defect. Full details are in our Made-to-Order Policy.

Final Sale

Items marked as final sale — including made-to-order, made-to-measure, customized, and clearance items — are not eligible for return or exchange.